Walk-up Experience portal security and access

Release version: Washingtondc

Updated February 1, 2024

2 minutes to read

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Summary of Walk-up Experience portal security and access

The Walk-up Experience portal ensures security by limiting user roles to prevent unauthorized access. Users access the portal using an account with thesnwalkup.walkuploginrole, maintaining the integrity of security protocols.

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Key Features

The Explicit Role (com.glide.explicitroles) plugin allows assignment of security roles (sncinternal or sncexternal) to users.
New installations automatically assign the Walk-up Experience user as an external user with the sncexternal role.
For upgrades prior to Washington DC, users may initially be assigned sncinternal instead of sncexternal, which needs to be adjusted post-upgrade.

Key Outcomes

After upgrading to Washington DC, users must remove the sncinternal role from the Walk-up Experience user account and assign the sncexternal role. This adjustment is essential to ensure proper access for users at the on-site Walk-up Experience portal.

For new installations, this role assignment process is seamless and does not require additional steps.

Security is built into the application to prevent end-user facing devices at the Walk-up Experience on-site portal from offering elevated role privileges to users. The Walk-up Experience on-site portal is accessed by an account containing only the sn_walkup.walkup_login role.

Understanding Walk-up Experience portal security

Activate the Explicit Role (com.glide.explicit_roles) plugin to assign users security roles, either snc_internal or snc_external. This plugin was introduced in the ServiceNow AI Platform Paris release. With the Quebec release, for new installations, Walk-up Experience added a dependency on this plugin to explicitly set the Walk-up Experience user as an external user.

When upgrading Walk-up Experience installations prior to Rome, the Walk-up Experience user is assigned snc_internal instead of snc_external. This is because the Explicit Role plugin assigns all users, including Walk-up Experience users, to snc_internal. Walk-up Experience cannot remove snc_internal during upgrade. For new installations of Walk-up Experience, this process works automatically.

Note:

Refer to Explicit Role plugin for details about the plugin and Explicit Roles for more information about this upgrade process.

Access to Walk-up Experience

Agents opening up the on-site Walk-up location for business, or joining the support team during operation hours, access the user record account with sn_walkup.walkup_login role to log into the Walk-up Experience portal. Internal and external users can access the on-site Walk-up Experience portal via a check-in device, typically a tablet, to enter a queue. Internal, authenticated users can also access an online queue check-in via desktop or mobile device.

Important information for upgrading Walk-up Experience to Washington DC

The Explicit Role (com.glide.explicit_roles) plugin was introduced in the ServiceNow AI Platform Paris release. When installed, users are assigned security roles, either snc_internal or snc_external. With the Washington DC, release Walk-up Experience has added a dependency on this plugin to explicitly set the Walk-up Experience user as an external user.

When upgrading Walk-up Experience to Washington DC, the Walk-up Experience user is assigned snc_internal instead of snc_external. This is because the Explicit Role plugin assigns all users, including the Walk-up Experience user, to snc_internal. Walk-up Experience cannot remove snc_internal during upgrade. For new installs of Walk-up Experience, this process works without issue because the Explicit Role plugin installs first, assigns all users to snc_internal, then the Walk-up Experience user account is created with the snc_external role already assigned.

Note:

Refer to Explicit Role plugin for complete details about the plugin and ServiceNow AI Platform explicit roles.

After upgrading to Washington DC, you need to remove the snc_internal role from the Walk-up Experience user account, or any users created to log into the Walk-up Experience kiosk. Then you need to add the snc_external role to the users. This process is not necessary for upgrades after Washington DC.

Note:

Refer to Explicit Roles for complete details about this process.